We make every effort to ensure that we carry a good range of products sourced from within Australia and Overseas to meet your every need.
This policy has been established to give you the comfort of knowing that, subject to the conditions set out below, if any product you purchase online from Crazy Cat Cafe is found to be defective, or it does not meet your needs, Crazy Cat Cafe will happily repair or replace the product, or offer you a refund or credit.

This Policy includes the rights you have under the Australian Consumer Law (see below) and provides you with benefits in addition to those rights, we value your satisfaction.

 

What is the Crazy Cat Cafe refund policy?

If you are in any way unhappy with a product you have purchased from us, you can return that product to us within 7 (seven) days of purchase and we will happily refund the original purchase price of that product (not shipping costs), provided the product and packaging is in its original condition and is re-saleable. For example, any product that has been personalized, e.g. an identification tag that has been engraved, will not be accepted as a return.

See below for more information regarding online returns delivery charges.

 

What if I have had the items for more than 7 (seven) days?

Items returned after 7 (seven) days may not qualify for a refund, or may incur an extra restocking fee.

 

How do I return a product I purchased online?

Please email topcat@crazycat.cafe with: Your name, contact details, invoice number, photos of the damaged product you want to return & details of why you want to return the product.
We will then review your return and contact you with further details on how to resolve the issue.

 

What is Crazy Cat Cafe’s delivery refund policy?

If the product is defective or damaged in transit, we will refund your original delivery charge as well as the original purchase price or replace the item and cover the additional costs of delivering the product to you.
We will not however refund delivery charges if the item is returned simply because it is unwanted.

 

Faulty or defective product:

If you receive a faulty product from us, return it to us within 7 (seven) days of purchase and we will inspect the product and if we agree that the product is faulty and unlikely to have occurred through abnormal use, we will, with your agreement, immediately replace the product with an identical product.
If we are unable to provide you with an identical product, we will, with your agreement, refund both the purchase and delivery price.

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If however, you return the product more than 7 (seven) days after purchase or you do not agree to the replacement or refund referred to immediately above, we will need to make a more thorough assessment of the nature of the fault before we can determine how to help you, be it replacement, repair or refund.

In many situations, this will be a simple assessment by our Customer Service Team.
For example: if the product was wrongly described or incorrectly labelled, or if the fault is relatively simple and safe to determine, we can assess it immediately upon receipt.

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Sometimes it may be dangerous or may not be possible to assess the product immediately due to the nature of the product (for example, if it is an electrical item). In these circumstances, we will send the product to the manufacturer or their repair agent to determine the issue and its resolution.

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Our Customer Service Team is happy to forward your product to the manufacturer or repair agent and liaise with them on your behalf.

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Whilst we always do our best to provide you with a timely resolution, depending on the product please be aware it may take six weeks or more to complete the process due to the number of parties involved.

When we send your product to the manufacturer or their agent, we will ask them to assess the product and provide their assessment within a reasonable time frame.

An alternative option is for you to liaise with the manufacturer directly, which may be more convenient and efficient for you. Our customer service team is happy to provide you with the relevant manufacturer’s contact details to assist you.

 

As part of any assessment by our staff or the manufacturer, we look at the following:

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1. If there is a minor fault:

Where there is a minor fault and the product can be easily repaired, this will be carried out and the product returned to you within a reasonable timeframe. Crazy Cat Cafe and/or the manufacturer can instead decide to replace the product or refund the purchase price.

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2. If there is a major fault:

If the assessment is that the product has experienced a major fault you may choose to receive a refund, replacement, repair or a credit.

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3. If the product has been damaged through abnormal use:

Unfortunately, neither Crazy Cat Cafe nor the manufacturer can offer a refund or replacement where the product has sustained damage due to abnormal use as identified by Crazy Cat Cafe, the manufacturer or their agent. If repair is possible, it would be at your direction and cost.

 

Can I return open food products?

We cannot offer refunds or exchanges on food, treats or any edible items that are opened due to strict health policies. Please make your selections carefully, and double check your order before submitting.

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What are my rights under the Australian Consumer law?

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

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Where a failure does not amount to a major failure, Crazy Cat Cafe is entitled to choose between providing you with a repair, replacement or other suitable remedy. Any cost incurred by you in returning the product to Crazy Cat Cafe will be borne by you.

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Your rights to a remedy under the Australian Consumer Law are not limited by a defined time. However, the Australian Consumer Law does recognise that the relevant time period can vary from product to product, depending on factors such as the nature of the product and the price. Crazy Cat Cafe adopts the same approach. As you can appreciate, the type of remedy we can offer you may also vary depending on how long it takes you to return the product to us. The time-frames set out in this policy are considered fair and reasonable given the types of products sold.

To obtain compensation for any other foreseeable loss, you would need to provide documentary evidence of the loss or damage suffered, and documentary evidence that such loss or damage was a reasonably foreseeable consequence of a failure by Crazy Cat Cafe to comply with a consumer guarantee under the Australian Consumer Law. Such evidence may include photographs, statutory declarations, receipts or reports (e.g. from your doctor), depending on the loss or damage.

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